| 8 Operation of the service management system 服务管理体系的运行/8.6 Resolution and fulfilment 解决和实现/8.6.1 Incident management 事件管理 |
Incidents shall be: 事件应： a) recorded and classified; a) 被记录和被分级； b) prioritized taking into consideration impact and urgency; b) 按优先次序被处理，考虑影响和紧急性； c) escalated if needed; c) 被升级处理，如果有需要； d) resolved; d) 被解决； e) closed. e) 被关闭。 Records of incidents shall be updated with actions taken. 应随所采取的行动而更新事件的记录。 The organization shall determine criteria to identify a major incident. Major incidents shall be classified and managed according to a documented procedure. Top management shall be kept informed of major incidents. The organization shall assign responsibility for managing each major incident. After the incident has been resolved, the major incident shall be reported and reviewed to identify opportunities for improvement. 组织应确定识别重大事件的准则。应根据文件化的程序对重大事件进行分级和管理。应持续向最高管理层报告重大事件。组织应对每个重大事件的管理分配责任。解决重大事件后，应对重大事件进行报告和评审，以识别改进的机遇。 |
【标准理解】
（1）组织应管理中断或可能中断服务的非预期事件，并为其寻找解决方案。
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